what ever the situation is the only thing you can do is keep calling. quote the original ticket number and ask the person assisting you for clarification. things fall through the cracks. sellers help is a entry level job. they have a playbook and when the answer is above their ability or knowledge base the only option is to transfer it. you have to follow up and stay in contact. make sure they know the importance of the situation and dont come off as hostile. yes its annoying and frustrating. but they are doing a job and they only know what the pay grade pays for. they type things in the software and regurgitate the script. if you really want a solution its at a higher level 90% of the time. but with so many sellers seeking assistance you have to get the person on the other line to make your situation a high priority thats when it gets done. its frustrating to be in the que. get them to push you through the que line and into a persons alert box.